PEGACPBA73V1 Online Practice Questions and Answers

Select the characteristic used to identify candidate rules to be delegated to business users.

A. Changing business conditions require that the rule be managed without IT intervention.

B. Ownership of changes to delegated rules changes from work group to work group.

C. Frequent changes are needed to continuously redefine the user experience.

D. Changes to business conditions require that the rule be managed with IT intervention.

A survey is sent to a customer via email.

How do you configure a solution to ensure the email includes the case ID for the survey?

A. Use the Insert Property feature of a Send Email step to add the case ID when composing the message dialog.

B. Create a process using the Send Email step allowing representatives to quickly add the case ID to the email.

C. Delegate a business rule so representatives can customize the email content as needed on a case-by-case basis.

D. Create a required field for the case ID that must be entered by a user during the case process prior to sending the survey.

How do you adjust the urgency of an aging assignment to increase the likelihood that the assignment is completed before the deadline?

A. Apply an urgency adjustment to the goal interval.

B. Apply an urgency adjustment to the deadline interval.

C. Adjust the default assignment urgency.

D. Add an escalation action to the interval.

A home loan application requires approvals from the Legal team manager and the Finance team manager. The Legal team manager must approve before the Finance team manager. How do you configure this requirement?

A. Create an approval step with cascading approval.

B. Apply business logic to route a single assignment in the correct order.

C. Route an assignment to a work queue where both roles have access.

D. Create an approval process for each manager in parallel.

You are designing a medical claim case type and have the following requirement: Medical claims must be resolved within 5 days. To meet this requirement you need to set the ___________ in the service level to 5 days.

A. goal

B. passed deadline

C. deadline

D. urgency

When applying for a credit limit increase, customers with standard credit cards must provide information in an Employment Information process. Request from customers with Platinum credit cards automatically skip this process. What task do you perform to implement this requirement?

A. In the Employment Information process add a custom condition to test the card type.

B. In the Employment Information process add an Approve/Reject step to test the card type.

C. In the Employment Information process add a card type true/false field to a user view.

D. In the Employment Information process validate card type for continued processing.

In a help desk application, you have the following requirement: The Customer Support Representative must respond to a help desk ticket within 4 hours after a customer submits a ticket. Where do you configure the service level to meet this requirement?

A. The stage

B. The step

C. The case type

D. The process

As part of a purchase order case, after someone completes a purchase, a confirmation email is sent. How do you design the case life cycle to send the email?

A. As part of the case configuration

B. As part of the stage configuration

C. As a separate process step

D. As an alternate stage

A car rental company provides luxury cars in certain geographical locations. According to policy, the rental request for a luxury car must be processed by an agent who is trained to rent luxury cars. Which routing approach do you use?

A. Route the request to a manager who assigns the agent.

B. Route requests to a skilled work group.

C. Route to a skilled member of a workgroup.

D. Route to a work group based on the location.

You are defining a user view for a loan application. If the loan applicant indicates there are one or more open accounts, the Date account opened must be before the current date. Select the approach that meets the validation requirements.

A. Use a validate rule to verify the Date account opened is in the past.

B. Use a calendar control to verify the Date account opened is in the past.

C. Use a pick list to verify the Date account opened is in the past.

D. Use a when rule to verify the Date account opened is in the past.

Consider the following user story:

As a customer, I want to be able to cancel an open service request at any time.

Select the configuration option that satisfied the user story.

A. Add a stage-only action to each stage in the case life cycle.

B. Configure the Cancel button on the user views to resolve the case.

C. Add a case wide action to the case life cycle.

D. Add an alternate stage to the case life cycle.

A help desk ticket case type is defined as follows:

If the Process ticket step is configured to set the status to Pending-Verification, when the status of the case set to Pending-Verification?

A. When Verify solution step starts.

B. When Process ticket solution step starts.

C. When Process ticket solution step completes.

D. When Triage stage completes.

Consider the following scenario:

An employee submits a request to purchase equipment. The request is sent to the manager for review. If approved, the request is forwarded to the Fulfillment department.

How do you name the step where the request is sent to the manager?

A. Approve Employee Request

B. Request Employee

C. Review Request

D. Manager Approves Request

Consider the following scenario:

During the Interview process for a Job Application case, an administrative assistant selects the date and location of the interview.

Next, an email invitation is sent to the candidate.

During the interview, the hiring manager captures notes from the discussion.

Finally, the candidate is assigned a technical exercise and the results are added to the case.

Select two step names that follow the guidelines for identifying and naming the steps in the process. (Choose two.)

A. Schedule Interview

B. Notify Candidate

C. Ask Questions

D. Technical Exercise

In a job application case for a call center position, all customer service agents must speak English, but positions for Spanish, French, and German speakers are also available. During the interview process illustrated below, the Conduct Interview assignment task must be routed to an interviewer who speaks the same language as the applicant.

What is the best way to design routing so the correct interviewer is assigned the task?

A. Route the job application to a specific user using the Use business logic option.

B. Route the job application to an operator within a skilled group using the Specific user option.

C. Route the job application to a specific queue using the Use business logic option.

D. Route the job application to an approximately skilled operator using the Specific user option.